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Packet Loss and Latency issues - Modem Status high Uncorrectables

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Regular Visitor

Packet Loss and Latency issues - Modem Status high Uncorrectables

Hello, 

 

For the last couple of weeks I have been experiencing high packet loss, slow upload speed, and high latency. I replaced my modem and checked my cable connection and there doesn't appear to be an issue inside my residence. 

 

I own my own modem and router, I recently purchased a SB6190  and my modem is a Linksys wrt32b. The wiring from the node leads directly into my residence where I have a recently purchased bidirectional splitter 3-way splitter. The wire from the note was recently also replaced in the last 6 months.

 

My speed tests are erratic at times but i average 220MBs and 5 MBs Up, in line with my plan of 200/6. I checked my modem status and have a lot of 'Uncorrectables' that get as high as 9664 on one of the channels. I also have this error in my event log a couple times a day, 'No Ranging Response received - T3 time-out;CM-....'

 

I'll post pictures and links to my modem status.

Downstream Bonded Channels

https://ibb.co/Bj9WKFT

 

Upstream Bonded Channels

https://ibb.co/xh7CWxZ

 

 

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Expert

Re: Packet Loss and Latency issues - Modem Status high Uncorrectables

Please post the modem's error log entries as well.



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Regular Visitor

Re: Packet Loss and Latency issues - Modem Status high Uncorrectables

Here is the event log

https://ibb.co/ThfHY6Y

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Expert

Re: Packet Loss and Latency issues - Modem Status high Uncorrectables

The signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: Packet Loss and Latency issues - Modem Status high Uncorrectables

Hi @Wesleydale

 

We appreciate you posting here in the Xfinity Forum, we are happy to help. I'd be happy to review your account to help isolate the cause of your packet loss. To get started, please send me a private message with your first and last name. To send a private message, click on "ComcastChe" and then click send a message. 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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